Mitel Install

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TASKE ACD ToolBox ® Installation Guide Version 7.0 for the MITEL® SX-200® DIGITAL PBX © 1999 TASKE Technology Inc. Printed in Canada. TASKE is a registered trademark of TASKE Technology Inc. MITEL and SX-200 are registered trademarks of Mitel Corporation. All other trademarks and registered trademarks are the property of their respective owners. The TASKE Software License 1. GRANT OF LICENSE TASKE Technology grants to you, the end user, the right to use one copy of the TASKE ToolBox programs (the “SOFTWARE”) on a single terminal that is connected to a single computer (with a single CPU). You may not copy the SOFTWARE or otherwise use it on more than one computer or computer terminal at the same time UNLESS you have purchased a TASKE Network ToolBox, in which case you are limited to the number of simultaneous users as called for in your network license. 2. COPYRIGHT The SOFTWARE is owned by TASKE and is protected by U.S. and Canadian copyright laws and international treaty provisions. Therefore, you must treat the SOFTWARE like any other copyrighted material (such as a book or musical recording) EXCEPT that you may either a) make a copy of the SOFTWARE solely for backup or archival purposes or b) transfer the SOFTWARE to a single hard disk provided that you keep the original solely for backup or archival purposes. 3. OTHER RESTRICTIONS You may not RENT or LEASE the SOFTWARE, but you may transfer the SOFTWARE with the accompanying written materials on a permanent basis provided that you retain no copies and the recipient agrees to the terms of this Agreement. You may not reverse engineer, decompile or disassemble the SOFTWARE. 4. LIMITED WARRANTY TASKE warrants that a) the SOFTWARE will perform substantially in accordance with the accompanying printed materials for a period of 365 days from the date of receipt, and b) any hardware accompanying the SOFTWARE will be free of defects in materials and workmanship under normal use and service for 90 days from the date of receipt. 5. CUSTOMER REMEDIES TASKE’S entire liability and your exclusive remedy shall be, at TASKE’S option, either a) return of the price paid or b) repair and replacement of the SOFTWARE or hardware that does not meet TASKE’S Limited Warranty and which is returned to TASKE with a copy of the receipt of purchase. The Limited Warranty is VOID if failure of the SOFTWARE or hardware has resulted from accident, abuse or misapplication. Any replacement SOFTWARE will be warranted for the remainder of the original warranty period OR 30 days, whichever is longer. 6. NO OTHER WARRANTIES TASKE disclaims all other warranties, either express or implied, including but not limited to implied warranty of merchantability and fitness for a particular purpose, with respect to the SOFTWARE, the accompanying written materials, and any accompanying hardware. 7. NO LIABILITY FOR CONSEQUENTIAL DAMAGES In no event shall TASKE or its suppliers be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, or other pecuniary loss) arising out of the use or inability of this TASKE product, even if TASKE has been advised of such damages. TABLE OF CONTENTS CHAPTER 1: INSTALLATION OVERVIEW .............................................................. 1 The TASKE Environment................................................................................................................................1 Network Considerations...................................................................................................................................1 A Word about TCP/IP ....................................................................................................................................1 CHAPTER 2: TASKE SOFTWARE LOCK AND LICENSING .................................. 3 Unlocking the TASKE Software.....................................................................................................................3 Software Lock Driver Software ......................................................................................................................3 Software License Files ...................................................................................................................................3 Registering Your Software .............................................................................................................................3 Upgrading TASKE Software ..........................................................................................................................4 Downloading Files from the TASKE Web Site...............................................................................................4 CHAPTER 3: TOOLBOX INSTALLATION FOR SERVER ....................................... 5 Overview .......................................................................................................................................................5 Requirements.................................................................................................................................................5 Assumptions ..................................................................................................................................................6 Hardware Installation......................................................................................................................................7 DigiBoard Installation....................................................................................................................................7 Software Lock Installation...............................................................................................................................8 ECP and EPP Parallel Ports ...........................................................................................................................8 Software Installation........................................................................................................................................9 Before You Begin ..........................................................................................................................................9 If You are Upgrading .....................................................................................................................................9 Installing the TASKE ToolBox Server Software ...........................................................................................10 CHAPTER 4: TOOLBOX INSTALLATION FOR SUPERVISOR/CLIENT ............... 17 Overview .....................................................................................................................................................17 Requirements...............................................................................................................................................17 Assumptions ................................................................................................................................................18 Software Installation......................................................................................................................................18 Before You Begin ........................................................................................................................................18 If You are Upgrading ...................................................................................................................................18 Installing the TASKE ToolBox Client Software............................................................................................19 APPENDIX A: PBX PROGRAMMING.................................................................... 25 TASKE ToolBox PBX Configuration ............................................................................................................25 MITEL SX-200 Connectivity .......................................................................................................................25 Programming Required For Dataset Connections..........................................................................................26 The VT100 ACD Monitor ..............................................................................................................................27 APPENDIX B: NETWORKING ISSUES................................................................. 29 Configuring Microsoft Software....................................................................................................................29 Configuring a Parallel Port Under Windows 95 ............................................................................................29 Adding File & Printer Services under Windows 95/98..................................................................................30 Windows 95/98 Sharing and Permissions .....................................................................................................31 Windows NT Sharing and Permissions.........................................................................................................32 Mapping a Network Drive............................................................................................................................33 APPENDIX C: TASKE VOICE TOOLBOX ............................................................. 34 Installing Dialogic Boards............................................................................................................................34 Installing ONS Ports from the PBX ..............................................................................................................36 ________________________TASKE ACD ToolBox Installation Guide 1 Chapter 1: Installation Overview This Installation guide provides instructions for installing the TASKE ToolBox software. And describes how to configure a TASKE Server and network connected PCs. You’ll find installation procedures specific to each type of install (server and client). This guide also contains detailed reference information about the Microsoft network environment and the interface to the host PBX system. The TASKE Environment The TASKE ToolBox may be installed in a client-server (network) configuration. In a network configuration, the TASKE system comprises a network server and one or more client PCs. The installation procedures in this guide refer to the functional units in the TASKE environment as described below. TASKE Server The TASKE Server is connected to the host PBX system. The TASKE ACD ToolBox (which includes the TASKE ACD Collector program) collects raw PBX data and stores it in a format that can be shared by other TASKE programs. When you install TASKE software, the ServerPath path refers to the location of TASKE data, regardless of whether it resides on the TASKE Server or on a network-connected file server. TASKE Client PC Although a TASKE Client PC has all the functionality of a TASKE Server, it isn’t connected directly to the host PBX system. However, the ACD Collector program running on a TASKE Client PC can share TASKE data through a network connection. Network Considerations The TASKE ACD ToolBox supports two types of networking software: Microsoft Networking (recommended) and Novell Netware. The installation procedures in this guide assume that you’re using Microsoft Networking  Windows 95, Windows 98, and Windows NT all come with Microsoft Networking services built into the operating system. A Word about TCP/IP The installation procedures in this guide also assume that TCP/IP is installed, configured, and working properly on all PCs in the TASKE network  the TASKE ACD ToolBox uses port number 5200 to communicate with other TASKE programs. Please verify that port 5200 isn’t being used on your network. If you have to test the operation of TCP/IP to ensure that it is working properly, try the following: 2 TASKE ACD ToolBox Installation Guide______________________ • At each of the PCs running TASKE Call Center Management Tools, 'ping 127.0.0.1', which is the local host address (referring to the machine that you are sitting at). If this doesn’t work, reinstall and configure the local TCP/IP stack. • At each PC having a network connection to the TASKE Server, ping the TASKE Server. If you can do this, TCP/IP should be working properly. ________________________TASKE ACD ToolBox Installation Guide 3 Chapter 2: TASKE Software Lock and Licensing The software described in this guide is provided under a license agreement with TASKE Technology, Inc. The software may be used or distributed only in accordance with the terms of your license agreement. Unlocking the TASKE Software TASKE Technology Inc. administers the legal use of TASKE software through software locks, Administration disks, and license files. This section explains how the software lock and license files work together. Software Lock Driver Software Windows 95, Windows 98, and Windows NT do not allow applications to communicate directly with the hardware of the machine. All requests must be done through the operating system and the drivers. Therefore, a driver must be installed in order for TASKE to communicate with the software lock. This driver (Sentinel) is copied to the TASKE Server automatically when you install the TASKE ToolBox. When you install the TASKE ToolBox, you are prompted to specify a path (ExePath), which the computer will use to locate TASKE ToolBox programs and files. The Sentinel drivers for the software lock are copied into subdirectories of the directory you specify. By default, the installation script creates a target directory called “taske” on drive c: and copies the programs and files there. For example, if you accept c:\taske as the ExePath, the drivers for the software lock are copied to the c:\taske\Sentinel directory. Software License Files The TASKE ToolBox checks for the presence of two software license files in conjunction with the software lock to regulate the use of TASKE Software. The two files are called TASKELCK.INI and TASKELCK.LIS. The contents of these license files and the I.D. number that’s programmed into the software lock determine which software features and functions will be made available to you via the TASKE ToolBox. License files are shipped on the Administration disk. When you install the TASKE ToolBox, the installation script prompts you for the location of these license files. Typically, you will only need to confirm the default path, a: (assuming drive a: is mapped to the floppy disk drive). The installation script copies the license files from the floppy disk to the TASKE Server automatically, saving them to the taske directory. Registering Your Software Please take a few minutes to complete and submit your registration card. Registering your software will allow you to qualify for free software upgrades. You will also be put on our mailing list so that you can stay informed of new releases and other important information related to TASKE Call Center Management Tools. 4 TASKE ACD ToolBox Installation Guide______________________ Upgrading TASKE Software If you are upgrading from a previous release of TASKE software, we recommend that you download the latest software from the TASKE web site (www.taske.com). The software is available in self-extracting, compressed-file format. You may download a single file (recommended if you have a fast connection to the Internet) or download a number of smaller compressed files one at a time (recommended if you have a slow or undependable connection). After downloading the files, you will have to contact TASKE Technology Inc. for new license files. When you contact TASKE Technology Inc. for new licensing information, please have your software Lock Number on hand. New licensing information is provided electronically through email or on a new Administration disk through ground mail. Tip: You are eligible to receive free upgrades if your TASKE software is under warranty. If your software warranty has expired, you must contact your dealer to renew your warranty before new license files can be provided. If you receive new license files via email, copy the new files to a floppy disk  this disk will become your new Administration disk. The new disk will replace previous versions of the Administration disk. The new disk may be used with your existing software lock (dongle). Downloading Files from the TASKE Web Site To download and decompress files obtained from the TASKE web site: 1. Using your favorite web browser, go to the download area of the TASKE web site (www.taske.com). 2. Click the file that you would like to download. Your browser will prompt you to open or save the file. 3. Save the file to a temporary area on your computer’s hard disk. Your browser will start downloading the selected file. 4. If you are downloading several smaller files, repeat Step 3 until all the files you need have been downloaded. 5. Decompress the downloaded files: In the Windows Explorer, double-click each of the downloaded files one at a time. This starts the self-extraction process. Several directories named Disk1, Disk2, Disk3, etc. will be created in the directory where your compressed files have been saved. If you downloaded one file, you must run the WinZip program, in order to allow Winzip to create all of the subdirectories required for the TASKE ToolBox install to function properly. If you do not run the WinZip application to unzip the downloaded file, the unzip will fail. ________________________TASKE ACD ToolBox Installation Guide 5 Chapter 3: ToolBox Installation for Server Overview This chapter describes the options and steps to follow while installing the TASKE server software on a computer running Windows 95, 98, or NT 4.0. The TASKE software can be installed from the TASKE Call Centre Management Tools CD-ROM or from files that have been downloaded from the TASKE web site. After installing the TASKE ToolBox, certain file and directory access permissions must be properly configured for the TASKE software to communicate with the TASKE Server. You must: • Set up directory sharing on the taske directory. The following directories need to be shared on the TASKE Server. Note that not all of these directories will exist, depending on which server component you select to install. • SiteData (stores all the PBX data, summaries, and database for the ACD Toolbox Server) • SignData (stores the database for the Wall Sign Server) • VoiceData (stores the database and sound files for the Voice Server). IMPORTANT: Ensure that all other programs are shut down before installing the TASKE software. It is not possible to install this software without your licensing information. During the installation you are requested to insert a disk named License Info, or be able to provide the directory Path where this information resides. If you are upgrading from version 3.10.XXX of the TASKE ACD ToolBox, the software converts these files to the PBX format. This procedure can take several hours depending on the quantity and size of PBX data files. However, the TASKE ACD Collector continues to collect records during the conversion process. Please ensure your system has the necessary hardware configuration recommended by TASKE for use with the TASKE ACD ToolBox and Voice ToolBox applications. Requirements Please ensure your system has the necessary hardware configuration recommended by TASKE for use with the TASKE Toolbox and TASKE Voice Toolbox applications. 6 TASKE ACD ToolBox Installation Guide______________________ TASKE ToolBox Hardware Requirements Operating System Processor: IBM®PC, IBM PS/2 or 100% Compatible CPU Pentium II - 266 MHz (min) Required Software Windows 95, 98 or Windows NT 4.0 SP4 Internet Explorer 4.0 or later (required to view Online Help) Memory (RAM) 64 MB (min) Monitor Super VGA or Better Disk Space 4.0 GB (min) Floppy Drive and 3.5”HDD CDRom Drive 4 X CDRom Drive (For installation) Communications Ports 2 RS-232 Communications Ports (Co-Processor such as DIGIBOARD) Printer Ports 1 Parallel Printer Port Printer 1 Laser Printer Mouse Bus , serial, or PS/2 mouse Network Network Card with Winsock 1.1 compliant TCP/IP Stack TASKE Voice ToolBox Hardware Requirements TASKE ACD ToolBox Version 7 Required Software Windows 95, 98 or Windows NT 4.0 SP4 Internet Explorer 4.0 or later (required to view Online Help) RAM 64 MB Disk Space 4.0 GB Video Super VGA Monitor with PCI Video Card Network Network card with Winsock 1.1 compliant TCP/IP stack Computer Pentium II - 266MHz (min), 4 ISA slots Sound Card SoundBlaster or compatible (for Voice Config) Voice Card Dialogic D/41D,D/41H, Dialog/4 or D/41E (UK version) See Appendix C Floppy Drive 3.5 “HDD Communication Ports 2 RS-232 communication ports Mouse Bus , serial, or PS/2 mouse Backup Power Supply Mini UPS (for Voice Machine only) Assumptions The installation procedure assumes that: • The host PBX system has been configured to support TASKE software (refer to Appendix A) ________________________TASKE ACD ToolBox Installation Guide 7 • The host PBX system and the TASKE Server have been connected (refer to Appendix A) If you are installing the TASKE software in a network environment (i.e. you are installing TASKE Call Center Management Tools on a number of network-connected computers), we additionally assume that the following software has been installed, configured, and tested on each PC: • Microsoft file and printer sharing services • TCP/IP network protocol services If you are installing the TASKE database on a network-connected file server, we assume that: • the file server has sufficient capacity for the TASKE database • a logical network drive has been mapped to the file server (ServerPath directory) from the TASKE Standalone PC or TASKE Server (see “Mapping a Network Drive” in Appendix B) Hardware Installation The hardware installation involves: • Installing the DigiBoard serial communications card. • Installing the TASKE Software Lock. DigiBoard Installation A Digi board is an intelligent serial communication card inserted into a spare slot on a PC's motherboard. TASKE recommends the use of Digi "smart cards" (ex. XE series) with the ACD ToolBox for the following reasons. • they provide additional communication ports, without using system IRQs • they have an onboard processor for buffering data • they are supported by Windows For Workgroups, Windows 95, and Windows NT To install a Digi board and its software drivers, please refer to the Digi installation guide provided by the manufacturer of the board. 8 TASKE ACD ToolBox Installation Guide______________________ Software Lock Installation The software lock is a blue adapter connected to the printer port on the TASKE machine and connected to the telephone switch. The male end of the software lock (the end with pins) connects to the parallel (printer) port on the back of the TASKE Server or Standalone machine. If there is a printer already connected to the printer port on the PC, you must disconnect the printer, plug the software lock into the printer port, and plug the printer cable into the female end (end without pins) of the software lock. This setup is illustrated below. Printer Software Lock Printer Cable TASKE Machine Important: The software lock (dongle) must remain connected to the TASKE Server as long as TASKE Call Center Management Tools are being used. ECP and EPP Parallel Ports The TASKE ToolBox requires a standard parallel port for the software lock to function properly. Most Pentium systems include an on-board, high performance Parallel Port configured through the system's CMOS settings. The following sections discuss the steps required to configure the hardware and operating system software as a standard parallel port. Hardware Configuration To disable extended bidirectional (i.e. ECP port) functionality and force the port to emulate a standard printer port, you must disable the ECP port functionality through the system's CMOS settings. Although each system is different, the option can usually be found under Chipset Features Setup or Peripherals Configuration. Ensure the Port Type or Port Mode is set to Normal, AT, or SPP. It should not be configured as ECP or EPP. Note: If you require more information about configuring the port via CMOS settings, refer to the hardware documentation that came with your computer. ________________________TASKE ACD ToolBox Installation Guide 9 Note Configuring the hardware alone in Windows 95 may not enable the software lock to function properly. Configuring the Windows 95 operating system software may be required. For instructions about how to configure the parallel port under Windows 95, see Appendix B. Note: Bi-directional printers (such as the HP 5 Laserjet series) connected to the software lock can fool the operating system into thinking the lock is not present. In the event a bidirectional printer printer is connected to the TASKE Server, TASKE recommends that the bi-directional functionality of the printer be disabled. Software Installation Follow the procedure below to install TASKE ACD ToolBox software and the TASKE database from the TASKE Call Center Management Tools CD-ROM, or from files that have been downloaded from the TASKE web site. Before You Begin To ensure a successful, first-time installation, verify that the TASKE Server has at least 4 GB of free disk space on the target hard drive (for storing TASKE programs and TASKE data), and have the following items on hand: • TASKE Call Center Management Tools CD-ROM, or decompressed files from the TASKE web site. • Administration floppy disk. Important: The readme.txt file on the CD-ROM contains important, last-minute information about TASKE Call Center Management Tools. Before you start the installation procedure, please review the readme.txt file  it can be opened on the CD-ROM using a text editor. If You are Upgrading When you install the TASKE ToolBox, any existing program files are overwritten. Although the installation procedure has no effect on the TASKE database, it is a good idea to back up the data if you are about to upgrade from a previous release of TASKE ToolBox software. 10 TASKE ACD ToolBox Installation Guide______________________ Installing the TASKE ToolBox Server Software Note: If you are installing a Network version, you must shut down all TASKE ToolBox software on each TASKE Client and TASKE Server and install the software on the TASKE Server first. The ACD Collector must be shutdown before beginning and the computer must be re-booted when the installation is complete. 1. If you haven’t done so already, install the software lock (dongle) as illustrated previously. 2. If any applications are running on your computer, close them now. 3. Insert the TASKE Call Center Management Tools CD-ROM and click Install when the Autorun dialog box opens. Or If you have files from the TASKE web site, open the Disk1 directory in the temporary area on your computer’s local hard drive, then double-click the Setup.exe program icon. Once the setup program is launched, the Welcome dialog box appears. This is a reminder to close any programs currently running on your PC before continuing the installation of the TASKE Setup program. 4. Choose the Next > button to allow the TASKE ToolBox installation to proceed. The Software License Agreement dialog box appears. 5. Once you have read the Software License Agreement, if you agree, select the Next > button. The Setup Information dialog box appears. Be sure to read the Setup information, and follow the directions it contains. 6. Once you have read the Setup Information, select the Next > button. The Operating System Requirements dialog box appears. Make sure you have the recommended requirements before continuing with the installation. 7. Once you have read the System Requirements, select the Next > button. ________________________TASKE ACD ToolBox Installation Guide 11 The Select Components dialog box appears as below. The Select Components dialog box contains drop-down choices for setting up the TASKE ToolBox components. You will see four choices for the component settings: Server, Supervisor, Enterprise Supervisor and Agent. Server: This is the same as Server installation in previous versions. Server is a site that does the actual collection of the data and all the TASKE Clients are attached to a server. Supervisor: A Supervisor is equivalent to a TASKE Client, and retains all the functionality of a client. All the clients are connected to a TASKE server through a network. They can run Reports, Monitor, Search, etc. over the network. A Supervisor can access the SiteData and SignData directories of a TASKE server which contain the results from data collection. Enterprise Supervisor: An Enterprise Supervisor is a Supervisor (Client) that can perform all the functionality of a Supervisor over an Enterprise network (across multiple sites). Agent: An Agent only has the permission to run the TASKE Agent Desktop Program over the network. By default, the TASKE ToolBox and WallSign are installed, and the TASKE Voice Toolbox is not. Select the components you want to install by selecting the checkbox beside the appropriate component. You also need to choose a service for each selected component. 8. For ACD ToolBox choose Server. 9. For WallSign, choose Server (this will install WallSign Administrator (formerly Sign Configuration) and WallSign Server (formerly Sign Machine). 10. If you are installing the Voice Toolbox, click the dialog box. Choose Server to setup the Server location of the TASKE Voice Toolbox. 11. Once you have completed setting your Select Components, select the Next > button. 12 TASKE ACD ToolBox Installation Guide______________________ The Locate TASKE License Files dialog box appears. You need to provide the Path where your licensing information resides. By default, the Install program populates the text box with “a:\” as License Files are shipped on a 3.5” floppy disk. 12. Insert the disk labeled "License Info" into floppy drive A. 13. Once you have completed setting your License files location, select the Next > button. The Select Destination Directory dialog box appears. By default, the Destination directory is populated with c:\taske To change the install to a different directory, click on the Browse button and choose the directory you would like the TASKE software to be installed in. When you enter the Path where the files are to be stored, ensure there is plenty of disk space on the selected drive. 14. Once you have completed setting your Destination directory, select the Next > button. The Select SiteData Directory dialog box appears. The Site Data Destination directory is a shared path located on the network that points to your ACD ToolBox Server PC. This setting specifies the location of the PBX database, and data files. If the directory is not specified correctly, client copies of the TASKE ToolBox will not be able to connect to the TASKE database to receive any real-time or historical information. This setting by default will be set to a local directory, and should be installed locally, on the drive. 15. Enter the path for the SiteData directory. It should be c:\taske\SiteData To change the path to a different directory, click on the Browse button and choose the directory your TASKE database and site data are installed in. 16. Once you have completed setting your Site Data Destination directory, select the Next > button. The Share SiteData Directory dialog box appears. For clients to connect to the SiteData directory, the directory must be shared. The TASKE ToolBox install can perform this function when the directory is created. 17. If you would like the Site Data Destination directory to be shared, select the Create Share button. When your settings are complete, select the Next > button. ________________________TASKE ACD ToolBox Installation Guide 13 The Select SignData Directory dialog box appears. The SignData directory is a shared path located on the network that points to your WallSign Server PC. This setting specifies the location of the Sign Server configuration files. If the directory is not specified correctly, client copies of the TASKE WallSign will not be able to connect to the TASKE Sign Server and configure any readerboards. This setting by default will be set to a local directory, and should be installed locally, on the drive. 18. Enter the path for the SignData directory. It should be c:\taske\SignData To change the path to a different directory, click on the Browse button and choose the directory your TASKE database and sitedata are installed in. 19. Once you have completed setting your SignData Destination directory, select the Next > button. The Share SignData Directory dialog box appears. For clients to connect to the SignData directory, the directory must be shared. The TASKE ToolBox install can perform this function when the directory is created. 20. If you would like the Sign Data Destination directory to be shared, select the Create Share button. When your settings are complete, select the Next > button. If you chose to install the TASKE Voice ToolBox, the Select VoiceData Directory dialog box appears. The VoiceData directory is a shared path located on the network that points to your TASKE Voice Server PC. This setting specifies the location of the Voice Server configuration files. If the directory is not specified correctly, client copies of the TASKE Voice tools will not be able to connect to the TASKE Voice Server and configure any of the voice channels. This setting by default will be set to a local directory, and should be installed locally, on the drive. 21. Enter the path for the VoiceData directory. It should be c:\taske\VoiceDataPath To change the path to a different directory, click on the Browse button and choose the directory your TASKE voicedata is installed in. 22. Once you have completed setting your VoiceData Destination directory, select the Next > button. 14 TASKE ACD ToolBox Installation Guide______________________ The Share VoiceData Directory dialog box appears. For clients to connect to the VoiceData directory, the directory must be shared. The TASKE ToolBox install can perform this function when the directory is created. 23. If you would like the Voice Data Destination directory to be shared, select the Create Share button. When your settings are complete, select the Next > button. The Local Server TCP/IP Settings dialog box appears as below. Enter the network name and TCP/IP address of the server machine. 24. Once you have completed setting your local server name and TCP/IP address, select the Next > button. The Select SX-200D PBX data connections settings dialog box appears as below: ________________________TASKE ACD ToolBox Installation Guide 15 You must select the Serial Port for both SMDR and ACD and verify that settings are identical to your PBX settings. 25. Once you have completed setting your serial ports for SMDR and ACD, select the Next > button. If you chose to install a WallSign, the Select WallSign Serial Port Settings dialog box appears. 26. Once you have completed setting the serial port for the TASKE WallSign, select the Next > button. The Select Program Folder dialog box appears. By default, the Setup program creates a Program Folder called “TASKE ToolBox v7”. You may accept this, create a new folder, or choose from your Existing Folders List. Choose the name of the Program Group in which the TASKE ToolBox is to reside. 27. When you have chosen a folder for your TASKE files to reside in, select the Next > button. The Start Copying Files dialog box appears. The Start Copying Files dialog box displays all of the settings that the user has selected in previous screens. These entries are not editable in this dialog box. If you wish to change any of the settings, click on the < Back button until you reach the dialog box for the settings you wish to change. 28. If you wish to accept the settings as they are displayed, click the Next > button. 16 TASKE ACD ToolBox Installation Guide______________________ The File Copying Progress dialog box appears. The File Copying Progress dialog box displays the progress of the files being installed. You are not prompted for anything during this process. The Setup Complete dialog box appears as below: 29. Select the Finish button to complete the installation of the TASKE Setup program. If you did not receive the patch file Information Dialog Box, reboot your computer before starting the TASKE software. ________________________TASKE ACD ToolBox Installation Guide 17 Chapter 4: ToolBox Installation for Supervisor/Client Overview This chapter describes the options and steps to follow while installing the TASKE ACD ToolBox client software on a network-connected computer running Windows 95, 98, or NT. Requirements TASKE ACD ToolBox client software may be installed on a computer running Microsoft Windows 95, Windows 98, or Windows NT 4.0 (with Service Pack 3 or later). For optimum performance, the computer should be equipped with a standard color monitor, mouse, keyboard, and the following software and hardware (or better): TASKE ToolBox Hardware Requirements Operating System Processor: IBM®PC, IBM PS/2 or 100% Compatible CPU Pentium II - 266 MHz (min) Required Software Windows 95, 98 or Windows NT 4.0 SP4 Internet Explorer 4.0 or later (required to view Online Help) Memory (RAM) 32 MB (min) Monitor Super VGA or Better Disk Space 4.0 GB (min) Floppy Drive 3.5”HDD Communications Ports 2 RS-232 Communications Ports (Co-Processor such as DIGIBOARD) Printer Ports 1 Parallel Printer Port Printer 1 Laser Printer Mouse Bus , serial, or PS/2 mouse Network Network Card with Winsock 1.1 compliant TCP/IP Stack TASKE Voice ToolBox Hardware Requirements TASKE ACD ToolBox Version 7 Required Software Windows 95, 98 or Windows NT 4.0 SP4 Internet Explorer 4.0 or later (required to view Online Help) RAM 32 MB Disk Space 2.0 GB Video Super VGA Monitor with PCI Video Card Network Network card with Winsock 1.1 compliant TCP/IP stack Computer Pentium II - 266MHz (min), 4 ISA slots Sound Card SoundBlaster or compatible (for Voice Config) 18 TASKE ACD ToolBox Installation Guide______________________ Voice Card Dialogic D/41D,D/41H, Dialog/4 or D/41E (UK version) See Appendix C Floppy Drive 3.5”HDD Communication Ports 2 RS-232 communication ports Mouse Bus , serial, or PS/2 mouse Backup Power Supply Mini UPS (for Voice Machine only) Assumptions The installation procedure assumes that: • the TASKE software lock (dongle) is installed on the TASKE Server (see “Installing the TASKE Software Lock” in Section 3). • Microsoft file and printer sharing services and TCP/IP network protocol services have been installed and tested on the client PC (see “Network Considerations” in Section 1). • a logical network drive has been mapped to the TASKE database (ServerPath directory) from the Desktop Sign PC (see “Mapping a Network Drive” in Appendix B). Software Installation Follow the procedure below to install TASKE ACD ToolBox client software from the TASKE Call Center Management Tools CD-ROM, or from files that have been downloaded from the TASKE web site. Before You Begin To ensure a successful, first-time installation, have the following items on hand: • TASKE Call Center Management Tools CD-ROM, or decompressed files from the TASKE web site. • Administration floppy disk. Important: The readme.txt file on the CD-ROM contains important, last-minute information about TASKE Call Center Management Tools. Before you start the installation procedure, please review the readme.txt file  it can be opened on the CD-ROM using a text editor. If You are Upgrading When you install the TASKE ACD ToolBox client software, any existing program files on the client PC are overwritten. ________________________TASKE ACD ToolBox Installation Guide 19 Installing the TASKE ToolBox Client Software 1. 2. If any applications are running on the client PC, close them now. Insert the TASKE Call Center Management Tools CD-ROM and click Install when the Autorun dialog box opens. Or If you have files from the TASKE web site, open the Disk1 directory in the temporary area on your computer’s local hard drive, then double-click the Setup.exe program icon. If this is a first time installation, or if you are performing an upgrade and the license files can not be found, you are requested to provide licensing information. If licensing information is required, the dialog box illustrated below appears. You need to provide the Path where your licensing information resides. 3. Insert the disk labeled "License Info" into floppy drive A. 4. Type the drive letter A:\. 5. Select the Next > button. Note If you are not presented with the screen illustrated above, then the TASKE software has already read your licensing information from the previous installation and lets you proceed. The Welcome dialog box appears. This is a reminder to close any programs currently running on your PC before continuing the installation of the TASKE Setup program. 20 TASKE ACD ToolBox Installation Guide______________________ 6. Choose the Next > button to allow the TASKE ToolBox installation to proceed. The Software License Agreement dialog box appears. 7. Once you have read the Software License Agreement, if you agree, select the Next > button. The Setup Information dialog box appears. Be sure to read the Setup information, and follow the directions it contains. 8. Once you have read the Setup Information, select the Next > button. The Operating System Requirements dialog box appears. Make sure you have the recommended requirements before continuing with the installation. 9. Once you have read the System Requirements, select the Next > button. The Select Components dialog box appears as below: The Select Components dialog box contains drop-down choices for setting up the TASKE ToolBox components. You will see four choices for the component settings: Server, Supervisor, Enterprise Supervisor and Agent. Server: This is the same as Server installation in previous versions. Server is a site that does the actual collection of the data and all the TASKE Clients are attached to a server. ________________________TASKE ACD ToolBox Installation Guide 21 Supervisor: A Supervisor is equivalent to a TASKE Client, and retains all the functionality of a client. All the clients are connected to a TASKE server through a network. They can run Reports, Monitor, Search, etc. over the network. A Supervisor can access the SiteData and SignData directories of a TASKE server which contain the results from data collection. Enterprise Supervisor: An Enterprise Supervisor is a Supervisor (Client) that can perform all the functionality of a Supervisor over an Enterprise network (across multiple sites). Agent: An Agent only has the permission to run the TASKE Agent Desktop Program over the network. By default, the ACD ToolBox and WallSign are installed, and the Voice Toolbox is not. Select the components you want to install by selecting the checkbox beside the appropriate component. You also need to choose a service for each selected component. 10. For ACD ToolBox choose Supervisor. 11. For WallSign, choose Client. 12. If you are installing the Voice Toolbox, click the dialog box. Choose Client to setup the TASKE Voice Toolbox. 13. Once you have completed setting your Select Components, select the Next > button. The Select Destination Directory dialog box appears. By default, the Destination directory is populated with c:\taske To change the install to a different directory, click on the Browse button and choose the directory you would like the TASKE software to be installed in. When you enter the Path where the files are to be stored, ensure there is plenty of disk space on the selected drive. 13. Once you have completed setting your Destination directory, select the Next > button. The Select SiteData Directory dialog box appears. The Site Data Destination directory is a shared path located on the network that points to your ACD ToolBox Server PC. This setting specifies the location of the PBX database, and data files. If the directory is not specified correctly, client copies of the TASKE ToolBox will not be able to connect to the TASKE database to receive any real-time or historical information. 14. This setting should be \\“NameofTaskeServerMachine”\SiteData To change the path to a different directory, click on the Browse button and choose the directory your TASKE database and site data are installed in. 15. Once you have completed setting your Site Data Destination directory, select the Next > button. 22 TASKE ACD ToolBox Installation Guide______________________ The Select SignData Directory dialog box appears. The SignData directory is a shared path located on the network that points to your WallSign Server PC. This setting specifies the location of the Sign Server configuration files. If the directory is not specified correctly, client copies of the TASKE WallSign will not be able to connect to the TASKE Sign Server and configure any readerboards. 16. This setting should be \\“NameofTaskeServerMachine”\SignData To change the path to a different directory, click on the Browse button and choose the directory your TASKE database and site data are installed in. 17. Once you have completed setting your Sign Data Destination directory, select the Next > button. If you chose to install the TASKE Voice ToolBox, the Select VoiceData Directory dialog box appears. The VoiceData directory is a shared path located on the network that points to your TASKE Voice Server PC. This setting specifies the location of the Voice Server configuration files. If the directory is not specified correctly, client copies of the TASKE Voice tools will not be able to connect to the TASKE Voice Server and configure any of the voice channels. 18. Enter the path for the VoiceData directory. It should be \\“NameofTaskeServerMachine”\VoiceData To change the path to a different directory, click on the Browse button and choose the directory your TASKE voice data is installed in. 19. Once you have completed setting your VoiceData Destination directory, select the Next > button. The Enter computer’s TCP/IP settings dialog box appears as below: ________________________TASKE ACD ToolBox Installation Guide 23 The computer’s TCP/IP setting specifies the name of the computer, and its TCP/IP address. Enter the name and TCP/IP address of your computer. If you enter the incorrect information, or are not sure of the information, click the “Auto Detect” button. This will force the TASKE ToolBox setup to find the correct information before proceeding. 20. Once you have completed setting your Server Name and TCP/IP address, select the Next > button. If you chose to install a Wallsign, the Remote Wall Sign Server TCP/IP settings dialog box appears. 21. Once you have completed setting your WallSign Server Name and TCP/IP address, select the Next > button. If you chose to install the Voice ToolBox, the Remote Voice Server TCP/IP settings dialog box appears. 22. Once you have completed setting your Voice Server Name and TCP/IP address, select the Next > button. The Select Program Folder dialog box appears. By default, the Setup program creates a Program Folder called “TASKE ToolBox v7”. You may accept this, create a new folder, or choose from your Existing Folders List. Choose the name of the Program Group in which the TASKE ToolBox is to reside. 23. When you have chosen a folder for your TASKE files to reside in, select the Next > button. The Start Copying Files dialog box appears. The Start Copying Files dialog box displays all of the settings that the user has selected in previous screens. These entries are not editable in this dialog box. If you wish to change any of the settings, click on the < Back button until you reach the dialog box for the settings you wish to change. 24. If you wish to accept the settings as they are displayed, click the Next > button. The File Copying Progress dialog box appears. The File Copying Progress dialog box displays the progress of the files being installed. You are not prompted for anything during this process. The Setup Complete dialog box appears as below: 24 TASKE ACD ToolBox Installation Guide______________________ 25. Select the Finish button to complete the installation of the TASKE Setup program. If you did not receive the patch file Information Dialog Box, reboot your computer before starting the TASKE software. ________________________TASKE ACD ToolBox Installation Guide 25 Appendix A: PBX Programming This appendix describes the hardware configuration and programming required of the MITEL 200 system to support TASKE Call Center Management Tools. PBX programming is required for both the TASKE ToolBox and the TASKE Voice ToolBox. TASKE ToolBox PBX Configuration This overview is intended to show you the necessary hardware connectivity and programming for the MITEL SX-200 PBX. The PBX must be programmed with specific settings in order for the TASKE Software to receive the necessary SMDR and Agent Shift Summary data records. The VT100 ACD Monitor is optional. The hardware requirements for connectivity with the SX-200 are as follows. • A TASKE PC with an Available Comport (or 2 if using the VT100 ACD Monitor Option) • RS-232 Cable (or 2 if using the VT100 ACD Monitor Option) • An Asyncronous Dataset for SMDR And Agent Shift Summary Data Records • An Asyncronous Dataset for VT100 ACD Monitor (Optional) • A SX-200® PBX with a DNIC Line Card with the ACD Option MITEL SX-200 Connectivity FIGURE 1-1: SX-200 Connectivity, shows the connections between the MITEL SX-200 PBX and the TASKE PC. FIGURE 1-1: SX-200 Connectivity 26 TASKE ACD ToolBox Installation Guide______________________ Programming Required For Dataset Connections The following 5 Dataset Connections forms must be programmed. 1. Class of Service - Setting SMDR Recording Options 2. System Options - Setting ACD Option for SMDR Records, disable 5 digit SMDR. 3. Trunk Groups - Setting Outgoing SMDR Recording Options 4. Directed I/O - Setting SMDR and Agent Shift Records to the dataset connected to TASKE. 5. ACD Reports - Setting Agent Shift Records to Enabled 1. Class Of Service The Class of Service is Form 03 - COS Define. The option name SMDR - Record Incoming Calls must be enabled for all COS of services. All Class Of Services must be set in the entire PBX switch. 2. System Options The Systems Options is Form 04 - System Options/System Timers. The option ACD Reports must be enabled. The option 5-Digit SMDR must be disabled because the TASKE ToolBox is using 4-Digit numbering. 3. Trunk Options The Trunk Options is Form 16 - Trunk Groups. The softkey SMDR/NO SMDR must be enabled to SMDR. 4. Directed I/O The Directed I/O is Form 34 - Directed I/O. For the Dataset #1, the softkey SMDR must be enabled with a printout type option of Autoprint and a printout guaranteed set to NO. The softkey ACD AGT SUM must be enabled with a printout type option of Autoprint and a printout guaranteed set to NO. NOTE The LDN for the Dataset used for the SMDR/Agent Shift should not have any Directed I/O set. This directs SMDR and ACD Agent Summary records (also called ACD Agent Shift Records) to the dataset connected to the sComOptions comport of the TASKE ACD ToolBox. 5. ACD Reports You must login to the Maintenance Terminal with the correct USERNAME and PASSWORD. The softkey ACD_REPORTS must be selected followed by the softkey function SET. The ACD Report parameter AGENT_SHIFT must be enabled and can be verified as enabled by the softkey function SHOW. ________________________TASKE ACD ToolBox Installation Guide 27 The VT100 ACD Monitor The VT100 Terminal is a dumb terminal which enables maintenance and/or CDE programming for the SX-200 Digital telephone switch. The TASKE ToolBox can be used with the VT100 Terminal and requires the following settings to be made in the MITEL SX200 Digital CDE Forms. For the dataset, program the 1103 dataset with the circuit descriptor settings outlined below. Form 11* - DATA CIRCUIT DESCRIPTOR OPTIONS Guard Timer 2 seconds Minimum Baud Rate 9600 Default Baud Rate 9600 Maximum Baud Rate 9600 Always Use Default Baud Rate When Called Yes DTR Off Disconnect Timer 5 seconds DTR To CTS Delay Timer 100 msec increment DTR Forced High Yes RTS Forced High Yes DSR is Held High When Device Is Idle No CTS is Held High When Device Is Idle No Session Inactivity Disconnect Timer 0 minutes Originate A DTRX Call With A Low > High Transition Of DTR No Action Taken if the Idle DTE has DTR Low (Auto-Answer) Refuse Pooled Modem Communication Established Indicator DCD First Modem Tone 2025 Second Modem Tone 2025 ASYNC:Keyboard Origination Allowed(Autobaud) Yes ASYNC:ADL Autobaud Enable ASYNC: Flow Control XON/XOFF ASYNC: XON Character 17 ASYNC: Parity None ASYNC: XOFF Character 19 ASYNC: Break Key Function Transparent ASYNC:PBX Attention Character 0 ASYNC: Character Length 8 ASYNC:Number Of Stop Bits 1 ASYNC:Autobaud To Host Character 1 13 ASYNC:Autobaud To Host Character 2 0 ASYNC:Delay Between Autobaud Characters 100 28 TASKE ACD ToolBox Installation Guide______________________ DS2100:Operating Mode ASYNC SYNC:Rate Adaption Scheme MINET SYNC:Clock Source INTERNAL A VT100 Terminal can be connected to the TASKE ToolBox via the dataset to a computer comport. The TASKE ToolBox can receive VT100 Terminal information through either the TASKE Sign program or the TASKE VT100 Terminal program. If only one VT100 Terminal dataset is attached to the computer, only one program can use the VT100 Terminal dataset at once. If two VT100 Terminal datasets are attached to the TASKE ToolBox, both the TASKE Sign program and the VT100 Terminal program can each have their own individual VT100 Terminal dataset. The TASKE ToolBox has two programs working with the VT100 Terminal. The TASKE VT100 Terminal program emulates a dumb terminal but instead uses the PC computer. All commands and functions are available. The TASKE Sign program works the same as the TASKE VT100 Terminal program except does more. The TASKE Sign program uses the VT100 Terminal to update the reader board variables. TASKE needs the VT100 Terminal to be in either the System Activity screen or the Group Summary screen. The VT100 Terminal displays green on the display when TASKE is accessing the VT100 Terminal for the TASKE Sign variables. The TASKE ToolBox has settings which are needed for VT100 Terminal connectivity. The TASKE INI File Editor allows you to set various options. Under the comports folder is the pulldown section "Choose Service" The settings VT100 and Sign VT100 can be set to the proper comport, baud rate, data bit, parity and stop bits. The VT100 is the setting for the TASKE VT100 program. The SIGN VT100 is the setting for the VT100 Terminal for the TASKE Sign program. Under the TASKE Sign folder is the TASKE Sign Settings section which has a checkbox for the Use System Screen. If the checkbox is enabled, the VT100 Terminal must be in the System Activity screen in order for the TASKE Sign program to update reader board variables, otherwise, you must be in the Group Summary screen. Note If the VT100 Terminal seems to have text missing, use the Control - W command to refresh the screen. Once everything is connected, you can get into the VT100 Terminal by pressing enter a few times. The welcome message appears followed by the menu options. Select option 1 for the VT100 Terminal. Type ACD MON followed by the password 1000. You can do maintenance or change CDE programming. If you are using the TASKE Sign program then make sure you are in the right screen (System Activity or Group Summary screen). ________________________TASKE ACD ToolBox Installation Guide 29 Appendix B: Networking Issues Configuring Microsoft Software This appendix provides guidelines for setting up and configuring PCs on a Microsoft Network to support TASKE Call Center Management Tools. Although every attempt has been made to provide accurate instructions, this appendix is provided as a courtesy supplement (not a replacement) to the Microsoft operating system documentation, and as such, this appendix may contain unintentional omissions or inaccuracies. If you are in doubt, consult the Microsoft documentation or Microsoft Online Help. If you experience a problem configuring the Windows operating system or setting up your Microsoft Network, please contact your network administrator or Microsoft Technical Support directly. Configuring a Parallel Port Under Windows 95 1. Select Settings:Control Panel, and then choose System. 2. On the Device Manager tab, select the printer port. 3. On the Driver tab, choose the Change Driver button. 4. Choose the Show All Devices option. 5. In the Manufacturers box, click Standard Port Types. 6. In the Models box, click Printer Port, and then click OK. Note: In the next Step, you will be prompted for the Windows 95 CD-ROM. If you aren’t prompted for the Windows 95 CD-ROM, reconfigure the ECP port as a standard port using the computer’s CMOS settings as described above. 7. When prompted for the Windows 95 CD-ROM: i) Insert the CD-ROM in the drive. ii) Specify the following path to the Lpt.vxd file: :\drivers\printers\1pt Note: If you don’t have a Windows 95 CD-ROM, you can obtain the required Lpt.vxd file from the Microsoft Windows 95 Service Pack 1. 8. Click OK. 9. Verify that the Lpt.vxd file is version 4.00.503 or higher (double-click the port in Device Manager, and then click the Device tab). If the Lpt.vxd file is version 4.00.950, you will have to complete the following steps to copy the Lpt.vxd file to the Windows System folder manually. 30 TASKE ACD ToolBox Installation Guide______________________ i) In Windows Explorer, navigate to the Windows System folder. ii) Rename the existing Lpt.vxd file to Lpt.xxx. iii) Drag the Lpt.vxd file from the Drivers\Printer\Lpt folder on the Windows 95 CD-ROM to the Windows System folder on your computer. 10. Check the Resources tab in Printer Port properties to verify that the settings are correct: If the Direct Memory Access value is displayed for a setting, clear the Use Automatic Settings option, and then change the value in the Settings Based On box until the Direct Memory Access value is no longer displayed. When you are prompted to confirm that you have modified the settings manually, click Yes. 11. When you are prompted to restart your computer, restart Windows 95. Adding File & Printer Services under Windows 95/98 If you don’t have file and printer services installed, you might need the Windows 95 or Windows 98 CD-ROM to complete this procedure. 1. Using the Windows Explorer on the machine that will be used to store TASKE data, select the Network Neighborhood icon and right-click. 2. Choose Properties. The Network dialog box opens. 3. On the Configuration tab, click Add. The Select Network Component Type dialog box opens. 4. Select Service and click Add. The Select Network dialog box opens. 5. In the Manufacturers list, select Microsoft. 6. In the Network Services list, click File and Printer Sharing for Microsoft Windows. 7. Click OK. The Network dialog box is redisplayed with a File and printer sharing for Microsoft Windows item in the list of installed network components. 8. Click File and Print Sharing. The File and Print Sharing dialog box opens. 9. Select the I want to be able to give others access to my files option, and then click OK. 10. Click OK to close the Network dialog box. The System Settings Change dialog box opens, prompting you to restart the computer. 11. Click Yes to restart the computer. ________________________TASKE ACD ToolBox Installation Guide 31 Windows 95/98 Sharing and Permissions To set up taske directory sharing on a Windows 95/98 PC: 1. Using the Windows Explorer on the machine that will be used to store TASKE data, select the taske directory and right-click. 2. Choose Properties. The Properties sheet for the selected directory opens. 3. On the Sharing tab, select the Shared As option. 4. In the Share Name box, type a name that will be used to identify the share assignment (also known as a share name). For example, “TASKEPBXdatabase”. Make a note of whichever share name you use, as you will need it later on when you map a network drive to this computer from another networked computer. 5. In the Name list, select The World and then click Edit. The Change Access Rights dialog box opens. 6. Verify that the Full Access Rights option is selected, then click OK. 7. Click Apply and then OK to close the ServerPath directory’s Property sheet. To set Windows 95 file/directory permissions on the taske subdirectories: 1. Double-click the taske directory. 2. In the right pane, select the SignData, SiteData, and VoiceData subdirectories, and then right-click. 3. Choose Properties. A Properties sheet that is common to the selected directories opens. 4. In the Attributes area on the General tab, select the Read-only option. 5. Click Apply and then click OK. 32 TASKE ACD ToolBox Installation Guide______________________ Windows NT Sharing and Permissions To set up taske directory sharing on a Windows NT PC: 1. Using the Windows NT Explorer on the machine that will be used to store TASKE data, select the ServerPath directory and choose File:Properties. The property sheet for the ServerPath directory opens. 2. Click the Sharing tab. 3. Select the Share As option, and in the Share Name box, type a name that you will use to identify the share assignment (also known as a share name). For example, “TASKE-PBXdatabase”. Make a note of whichever share name you use, as you will need it later on when you map a network drive to this computer from another networked computer. 4. Click Permissions. The Access Through Share Permissions dialog box opens. 5. In the Name list, verify that Everyone is permitted Full Control. If a different value is displayed, select Full Control in the Type of Control box. 6. Click OK to close the Access Through Share Permissions dialog box. 7. Click Apply and then click OK to close the ServerPath directory’s Property sheet. To set Windows NT file/directory permissions on the taske subdirectories: 1. Double-click the ServerPath directory. 2. Select the User subdirectory and right-click. 3. Choose Properties. 4. On the Security tab, click the Permissions button. The Directory Permissions dialog box opens. 5. Verify that the Replace Permissions on Existing Files option is selected. 6. Select the line corresponding to Everyone. 7. In the Type of Access box, choose Special Directory Access. 8. In the Special Directory Access dialog box, select the Read option  clear all other options. 9. Click OK until all dialog boxes have been closed. ________________________TASKE ACD ToolBox Installation Guide 33 10. Select the ACD subdirectory and right-click. 11. Repeat Steps 3 through 7 for the ACD subdirectory. 12. In the Special Directory Access dialog box, select the Read option and the Write option  clear all other options. 13. Click OK until all dialog boxes have been closed. 14. Repeat Steps 10 through 13 for the LOGS and SMDR subdirectories. Mapping a Network Drive All network-connected PCs running TASKE software need access to the TASKE database. When you install TASKE software on a network-connected PC, you are required to specify where the TASKE data files reside. When you installed the TASKE ACD ToolBox, you defined the ServerPath, which points to the TASKE database. The procedure below explains how to map a network drive to the ServerPath directory. Perform this procedure on the PC requiring access to the TASKE database. To map a drive to the taske directory: 1. Using Windows Explorer, choose Tools:Map Network Drive. The Map Network Drive dialog box opens. 2. In the Drive box, select an unused, logical drive letter (e.g. T). 3. In the Path box, enter the logical network node name of the computer where the TASKE data resides and include the share name that you assigned previously to the ServerPath directory (e.g. \\TASKEFILESERVER\TASKE-PBXdatabase). 4. Select the Reconnect at Logon option. 5. Click OK. 34 TASKE ACD ToolBox Installation Guide______________________ Appendix C: TASKE Voice ToolBox Installing Dialogic Boards The TASKE Voice ToolBox currently supports the following four models of Dialogic Voice Boards. • D/41D (full-size card) • D/41H (half-size card) • Dialog/4 (half-size card) • D/41E (UK full-size card) The installation procedures are the same for the D/41D, D/41H, and Dialog/4, while the D/41E requires different installation procedures. Dialogic D/41D, D/41H, and Dialog/4 The following steps provide a quick overview of the Quick Installation card. Note If you have purchased the D/41D card, make certain there is enough space in the computer's case for the card and ensure there is not interfere with the proper cooling of the CPU. A Quick Installation card is included with both versions of the Dialogic voice cards and should be read carefully. The reference card explains how to configure and install the voice card in a PC. 1. If you are installing 1 voice card, ensure that JP7 has a jumper installed across its two pins. If you are installing multiple voice cards, remove jumper JP7 from all but one of the voice cards. 2. The D/41D and D/41H voice cards require a single hardware interrupt request line (IRQ), with the default being IRQ 3. The table below outlines Jumper JP1 sets the IRQ, as well as the computer resource which typically uses each IRQ. Before attempting to use an IRQ for the voice card, verify that the IRQ is not being used by another card in the system. IRQ Settings Pin Position IRQ Resource 1 2/9 Video card 2 3 (default) COM 2 3 4 COM 1 4 5 LPT2 / Sound 5 6 Floppy Disk 6 7 LPT1 ________________________TASKE ACD ToolBox Installation Guide 3. 4. 35 Each voice card requires a section of the computer's upper memory for proper functioning. To set the memory upper address for a card, both the base memory address and the offset memory address must be specified. To set the base memory address, set jumpers JP5 and JP6 to one of the base addresses listed in the table below. Base Memory Addresses 5. JP5 JP6 Base Memory Address out out D0000H (default) in out A0000H out in C0000H in in B0000H To set the offset memory address, set the dip switches at SW1 to one of the offset addresses listed in the table below. Offset Memory Addresses SW 1 1 2 Offset Memory Address 3 off off off 0000H off off on 2000H off on off 4000H off on on 6000H on off off 8000H on off on A000H on on off C000H on on on E000H 36 TASKE ACD ToolBox Installation Guide______________________ 6. To determine which upper memory address the board is using, simply add the base and offset memory addresses together. For example, if the base memory address is D0000H (H means hexadecimal) and the offset memory address is 8000H, then the upper memory address being used is D8000H. 7. Verify that other cards in your system are not using the same upper memory address as the voice cards. Note The memory address range from D0000H to DFFFFH is usually free, but other cards may attempt to use memory addresses within that range. In addition, recall that each voice card must use a unique upper memory address. Each card can, however, use consecutive memory addresses. For example, a system could have four D/41D, Dialog/4, or D/41H voice cards with the following addresses: D0000H, D2000H, D4000H, and D6000H. However, if a network card uses memory address D6000H, the voice card at that memory address would have to be moved to another address (i.e. DA000H, DC000H, or DE000). Dialogic D/41E The D/41E voice card comes as a full length card. Make certain there is enough space in the computer's case for the card and ensure it does not interfere with the proper cooling of the CPU. A Quick Installation instruction card is included with the D/41E card. It should be read carefully. The reference card explains how to configure and install the voice card in a PC. Select a unique board ID number for each voice card by turning the rotary switch SW1 to the desired hexadecimal number. The numbers range from 0H to FH (0 to 15 in decimal). All D/41E voice cards share IRQ 3 and upper memory address D0000H. Therefore, before attempting to use these cards, it is important to verify that the IRQ and the upper memory address are not being used by another card in the system. Installing ONS Ports from the PBX The TASKE Voice ToolBox requires a separate ONS port connected to each channel of each Dialogic Voice Card that is to be used as a RAD. D/41D, Dialog/4, and D/41H These voice cards have two RJ-14 jacks on the back of the card. Each RJ-14 jack provides a connection for two voice channels as illustrated in the table below. D/41E The voice card has four RJ-11 jacks on the back of the card. Each RJ-11 jack provides a connection for a single voice channel as illustrated below. ________________________TASKE ACD ToolBox Installation Guide Voice Jack Connections D/41D and D/41H D/41E 37